There were mixed reactions when JetBlue introduced its Customer Bill of Rights after the Valentine’s Day problems earlier this year. Some thought it was adequate, but others didn’t think it went far enough. Thanks to a frustrated reader’s question, I’ve found a nasty little loophole that you’ll probably want to … Read the post
Category: Customer Service
I know I’ve written about this in the past, but I continue to be amazed at the insanely large number of airline customer service surveys that come out. We have the Wichita St guys doing one, the University of Michigan guys doing another, and JD Power as well.
Today, Maritz … Read the post
You may have seen this press release a couple of weeks ago from US Airways. After announcing some pretty impressive first quarter earnings, they decided to talk about some of their “customer service initiatives” going forward. The only problem is that a lot of these points didn’t actually say very … Read the post
Is there an echo in here? Once again, an airline is under fire for poor performance. I swear, I don’t understand why columnists bother to write these stories over and over. They could just take the first one, slap a new airline name on it, and publish it again. So … Read the post
I really haven’t gotten very cranky lately, but an experience this weekend put me back in the cranky mood. My girlfriend and I decided to use miles on United to go to Hawai’i. We had to book separately since we used our own mileage accounts. We walked through the process … Read the post
Good news for JetBlue fliers, I think. The mystery surrounding “Controllable Irregularity” has now officially been solved. Thanks to Flight Wisdom for noticing that JetBlue has put up their new contract of carriage (PDF) which not only includes the Customer Bill of Rights but it even defines Controllable Irregularity. So … Read the post
So, did I miss anything over the long weekend?
From the looks of JetBlue CEO David Neeleman’s face on news shows this morning, I get the feeling it was a sleepless few days for the BlueCrew. Remember how I said before that by not pre-canceling their flights, the airline was … Read the post
That title is likely to make me pretty unpopular with a lot of people, but it’s my stance. I’ve mentioned it before, when the people stuck on that American flight in Austin formed the Coalition for an Airline Passengers’ Bill of Rights, and I still feel the same way. … Read the post
It always comes in waves.
Back before 9/11, air traffic had hit record high levels and airports were starting to feel the strain. Stories like the one where Northwest flights sat on the ground in Detroit for hours on end during a major snowstorm caused customer anger to reach new … Read the post
People absolutely love to hate airlines, but why is it that some airlines anger people a lot more than others?
I always hear the argument that successful airlines are those that underpromise and overdeliver. Take a look at Southwest Airlines. When you buy a ticket, … Read the post